Callminer

JUNE 3, 2019

It also removes the potential for any internal bias, offering both agents and managers the peace-of-mind they need to ensure they’re holding each other accountable. Companies tend to struggle with this, as they fail to offer continual education programs or provide support to those that need an extra push.

Best practices 140

Best practices Average Handle Time Coaching Analytics 140

ChurnZero

NOVEMBER 26, 2024

Key performance indicators (KPIs) / objectives and key results (OKRs) they will be evaluated on, such as adoption, retention, upsell or cross sell, customer success qualified leads. Monitor account health, identify upsell opportunities, and collaborate with cross-functional teams to deliver exceptional customer experiences.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

MARCH 21, 2019

Success in these areas leads to a more successful renewal and upsell phase. Increase upsell opportunities. Figure out how long it takes to educate customers on your product, then strive to maintain this period across your accounts. Increase Upsell Opportunities. Establish a customer nurturance program.

Enterprise 89

Enterprise Upselling Education Accountability 89

Totango

JULY 19, 2021

They must know how to educate customers so that they will receive value from the product quickly. If you only check in with customers weekly or monthly, one representative can handle many accounts. Next, you’ll need an onboarding specialist, or provide training for your CSMs so they can manage the entire customer journey. Onboarding.

Upselling 126

Upselling Feedback Customer advocacy Surveys 126

ChurnZero

JANUARY 9, 2025

This guest post is by Annie Stefano , head of education and enablement, and Emilia DAnzica , managing partner, of Growth Molecules. Companies that do not map customer journeys lose 15-20% of potential revenue growth as they fail to identify and act on conversion and upselling opportunities. If you missed the event in Washington, D.C,

Journey mapping 52

Journey mapping Marketing Upselling Education 52

Quality Contact Solutions

MARCH 11, 2021

Conferences, Seminars, Sales Events, and Webinars are great ways to demonstrate your products and services through education. Cross-sells & Upsells: Do you have a group of accounts that your team cannot make contact with consistently? Having a major event and need your target audience to know about it?

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

Beyond Philosophy

APRIL 14, 2022

Let that upsell be someone else’s job. So, they started having customer service not only solve the present problem but also inform and educate the customer on how a higher plan level would serve them better. . Can I please have your account number?” Customers don’t want to hear, “Hi!

Contact Center 195

Contact Center Upselling Education Engineering 195

ProProfs Blog

AUGUST 14, 2020

But the moment you reach the checkout page, you realize that you don’t have an account and are requested to sign up now. Educate other team members on how they too can opt for the same approach to get more customers onboard. Sign Me Up for Free ProProfs Live Chat Account! You add it to the cart and are ready to check out.

B2B 174

B2B Analytics Education Feedback 174

Nicereply

MARCH 16, 2022

Some treat Customer Experience as a synonym to Customer Success, others see Success and Support as part of the CX team, and still, others prefer it reports into Sales as a way to increase upsells and renewals. For example, a dedicated account manager and phone support for our highest value customers. What a fantastic model!

Sales 111

Sales Customer Experience Upselling Self service 111

Vcaretec

JUNE 6, 2022

We plan for the peak days , we have a rigorous process for both long-form customer support calls and 30-second quick-resolution calls, and we train our staff to identify upsell and cross-sell opportunities naturally during support interactions. Ensure that your agents are trained to spot upsell and cross-sell opportunities.

Customer Care 96

Customer Care Upselling Accountability Education 96

Totango

APRIL 8, 2020

With services and products now readily available online through Cloud computing, customers are choosing low-risk, on-demand solutions that spread the value of an agreement across a recurring cycle of renewal and upsell. You’ll have an early warning system to keep watch over entire segments of accounts. Onboarding. Escalation.

Customer Experience 106

Customer Experience Enterprise Education Accountability 106

Totango

APRIL 11, 2019

A customer success health score is a framework used to identify the status of your customers so you can quickly prioritize accounts. It is a powerful tool for capitalizing on potential upsell opportunities and preventing customer churn. A mark of 10 would indicate the users in the account are at the bottom 10% in terms of usage.

Metrics 90

Metrics Upselling Accountability Enterprise 90

Totango

AUGUST 21, 2020

And we’re helping to educate the partners on that we’re providing better data and insights so they have some of the same kind of insights we have about customers. . As Keith also shared, the field was hungry for this opportunity to collaborate and have easy access and visibility to their broader customer and account team.

Upselling 117

Upselling Accountability Metrics SaaS 117

Totango

APRIL 5, 2019

This means constantly nurturing and educating the customer, fitting your business approach to their specific needs. This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. Gross upsell. Business Metrics. Outcome Metrics.

Metrics 77

Metrics Upselling Accountability Enterprise 77

ChurnZero

SEPTEMBER 27, 2024

Keishla Ceaser-Jones , senior director of partner success at EAB and Stephanie Workman-Bolden , vice president of partner success at Discovery Education, are here to help. 1: To hold customers accountable for outcomes, practice “proactive reactivity” Q: How do you hold customers accountable?

Best practices 52

Best practices Accountability Sales Feedback 52

ClientSuccess

DECEMBER 19, 2022

This playbook should include information on how to introduce the product/service, educate customers on key features, set expectations around timelines and communication, and develop action plans to ensure a successful onboarding process.

Upselling 72

Upselling Education Best practices Sales 72

ChurnZero

OCTOBER 1, 2022

The Q&A portion of the webinar dug into CSQLs deeper—covering the ideal time to roll out a CSQL model and the biggest pitfalls of its implementation—while also delving into whether CSMs should close upsells, and how to assign CSM books when they own expansion. Q: Should CSM roles close upsell deals? I have worked it as a CSM.

B2C 97

B2C Upselling B2B Accountability 97

ChurnZero

SEPTEMBER 8, 2021

This educational and networking event will be held on October 6-7 in Washington DC. 6 Tips to Learn Hw to Upsell and Cross-Sell – Discover how to expand your customer accounts with integrity. . An acronym for Red, Yellow, and Green, RYG represents the common indicators of customer health.

Personalization 95

Personalization SaaS Upselling B2B 95

Totango

SEPTEMBER 11, 2020

However, in a world where Customer Success teams often have dozens of accounts to care for, it can be challenging to fully understand the specific needs of individual client accounts and to find time to reach out to each client to meet those needs. . After all, as the old adage goes, “The customer is always right.”

Upselling 84

Upselling Enterprise Healthcare Metrics 84

ChurnZero

NOVEMBER 22, 2019

There are relatively few conferences for Customer Success professionals and there is a hunger and demand for these gathering events that educate, network and inspire. Speaker Bio: Emilia D’Anzica is a Customer Success and Account Management Growth Consultant and Partner at Winning by Design. How are we doing this conference?

Chief Customer Officer 17

Chief Customer Officer Education Upselling SaaS 17

CustomerSuccessBox

JULY 25, 2019

How well the onboarding process is, has a major impact on renewal rate and even the upsells. This elevates the customer experience and in the end, you are rewarded with increase in renewal rate and upsells. Account Health 360 tracks critical unresolved tickets, Frequency of new conversations, Satisfaction score trend, etc.

Upselling 79

Upselling Accountability Personalization SaaS 79

Totango

JANUARY 31, 2019

By combining these measures into an overall picture of customer engagement, you can assign a comparable score for each account and prioritize your customer success strategy accordingly. All these metrics create an overall engagement score , which you can use to compare and prioritize accounts. Identifying active users.

SaaS 79

SaaS Metrics Accountability Education 79

Totango

FEBRUARY 5, 2019

With constant customer engagement and data monitoring, though, you can use change as an agent for personalizing your messaging and upselling your service. Even then, you should constantly monitor adoption rates to identify potential risk and upsell opportunities. Maintaining Customer Success Effort.

SaaS 76

SaaS Upselling Customer retention Benchmark 76

CSM Practice

JANUARY 13, 2021

For many startup companies, the renewal process usually begins with the personnel in charge of the account reaching out to customers to start the renewal conversation. Account review and summary of previous interactions. Account review and summary of previous interactions. Expanding accounts at a discount.

SaaS 98

SaaS Customer centricity Accountability Education 98

Totango

JUNE 1, 2021

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Upselling 71

Upselling Enterprise Metrics SaaS 71

Totango

JUNE 25, 2019

By sharing the insights of these multi-dimensional data streams across your enterprise, you increase accountability for the customer experience and create a customer-centered enterprise that is poised to effectively deliver customer lifetime value. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Upselling 69

Upselling Enterprise Metrics SaaS 69

Totango

MAY 21, 2019

They trust your brand and are more likely to spread word-of-mouth advertising or accept an upsell. This may mean they need further education or support. In order to retain lifelong customers, you need to educate and engage them on a regular basis. 2: It Takes Too Long to Get Going.

Customer centricity 90

Customer centricity Education Advertising Upselling 90

Amity

SEPTEMBER 25, 2017

I started early on in a blue-collar, manufacturing background doing account management and account services. I then lived in Mexico for a year and did some account management there, which I continued to do when I returned to Michigan. We regularly look at CSAT, NPS, retention, upsells, health score, and churn.

B2C 0

B2C SaaS B2B Accountability 0

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between.

Upselling 65

Upselling Accountability Enterprise Metrics 65

Education Services Group

JULY 28, 2019

You wouldn’t ask your accountant for help with child care. Who on your team, for example, is responsible for upselling or cross-selling? Does this particular account require a strategic account manager or dedicated Customer Success manager? You wouldn’t shop for furniture at the grocery store.

Accountability 40

Accountability Journey mapping Marketing Upselling 40

Totango

AUGUST 18, 2022

Assigning account managers. Activating accounts. Educating the customer on how your platform can support their business goals. It also promotes higher product usage, increases the likelihood of upselling purchases and encourages customers to become enthusiastic brand advocates. Creating usernames and passwords.

Journey mapping 99

Journey mapping SaaS Upselling Enterprise 99

Nicereply

JANUARY 11, 2022

There are a lot of ways to help customers proactively, including educational webinars, in-app notifications, knowledge base articles, and more. They are also more receptive to upselling and suggestions. We just got a notification that you may have encountered a bug in the system when you tried to update your account information today.

Customer Service 98

Customer Service Surveys Feedback Upselling 98

Amity

OCTOBER 31, 2016

Almost immediately, we started to scale the team to enable us to be more proactive to ensure we were able to do all the things that Customer Success does best: onboarding, coaching, renewals, upsell, support, and services. So I try my best to follow blogs about education, which are not always the most fun to read but can be very intriguing.

Coaching 0

Coaching Upselling Engineering Marketing 0

CustomerSuccessBox

MARCH 7, 2022

As your customers become long-term users, it will give you more opportunities to upsell thereby increasing the LTV(lifetime value). Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. It is a mirror of the financial health and growth prospects of the company.

SaaS 52

SaaS Upselling Customer retention Accountability 52

ClientSuccess

OCTOBER 25, 2021

Total percentage of contacts engaging with content, either marketing, educational or upsell related. Total number of contacts (and account decision-makers) serving as customer advocates. Number of days since the last proactive communication (aka email or phone call). Leading Indicator 2: Successful Onboarding.

Metrics 64

Metrics Upselling SaaS Education 64

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? The more you educate your customers on the platform, the more they become advocates and refer your platform for you,” says Timothy Murenzi, founder of GoAnalyze. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. If these first two items are going well, my other responsibilities, which include renewals and account growth, are much easier! We take product education seriously on the customer success team. 2-4pm Work time.

Management 84

Management Finance Enterprise Accountability 84